On 11/14/our technician, [redacted] , went to [redacted] to diagnose an issue with his Fujitsu Mini-split a/c system These are the notes [redacted] wrote on the invoice: MINI SPLIT NOT WORKINGFUJITSU M/S MOD: ASU15RLSSER: JBA000546CHECKED OUT MINI SPLITOPERATION INDICATOR LIGHT RAPID FLASHING, ECONOMY & DICATOR FLASHES (NOT AS FAST) & OCCASIONALLY TIMER INDICATOR LAMP FLASHESNO MAJOR POWER SURGES RECENTLY.MORE RESEARCH IS NEEDED CALL TO ADVICE RETURN DATE & LATER TIME [redacted] spoke with Mrs [redacted] regarding the system, the error codes and the definitions of those codesThe owner's manual does not clearly define the meaning of the error codes Due to this, [redacted] had to contact Fujitsu directly (we have worked on this brand and many other brands of mini-split systems, however it is not possible for one person or one company to know what every error code on every system means)[redacted] explained to Mrs [redacted] the need to get the correct definitions from the manufacture and that he would get started on that immediately He spent some time over the weekend doing online research trying to contact tech support He also sent Fujitsu an email on Sunday 11/ After a few days of not hearing back from the manufacture, [redacted] asked Suanne in the office to do a little more research (since she sits in front of a computer day in & out and he spends his days at customers' houses) About a day later Suanne was able to locate a phone number for Fujitsu This number led [redacted] to customer service who in turn was able to get him in touch with tech support[redacted] was able to discuss his findings with tech support They explained to him that the codes are reflecting a loss of refrigerant They did also explain to him that the system would perform corrrectly in the cooling cycle with a low refergerant pressure level however it would not function properly once switched over to the heating cycleFujitsu tech support also stated that because it was functioning properly up to this point, it was very possible the unit was just not charged correctly at the time of manufactureThis would explain why it seemed to work one week but not the next Tech support also requested [redacted] to call back while he was at the unit When [redacted] returned to the house on 12/(about weeks later as this is how long it took to get someone from Fujitsu to help us), he called tech support again, as requested The tech, [redacted] , that helped him at the time stated the pressure readings should be - 420psi [redacted] was coming up with a pressure reading of about 170psi [redacted] cleaned the condenser coil & added the neccessary refrigerant to increase the pressure to the point that Fujitsu said it should be [redacted] charged $to fully charge the system to the required level This would now put the total amount Mrs [redacted] paid at $ This amount falls within our range for charging a system - $- $ This amount would cover a leak test if needed within the following 30days.Now here is when things got a bit tricky: Once [redacted] pumped up the system as instructed by Fujitsu, the system started giving a completely new error code This happened after their tech support had already closed for the evening A return visit was scheduled for Friday 12/ By the time [redacted] called Mr [redacted] Friday evening, he and his mother were on their way to dinner and asked [redacted] to reschedule [redacted] offered to come out the weekend, on his time, if he was out & about [redacted] ended up getting sick that weekend and was unable to go back to the house He did, however, return on Monday 12/ This time Mr [redacted] was there for [redacted] to meet with & discuss the problems This time when he reached tech support for Fujitsu, he spoke with Ray Ray at Fujitsu stated the refrigerant pressure readings should actually be - 500psi At that point [redacted] requested a case number to be issued due to the continued problems and the inconsistancies with the information the Fujitsu techs were relaying [redacted] wrote the case number on the top of Mrs [redacted] 's owner's manual.On 12/8, [redacted] was able to get the pressures to the point at which the 2nd Fujitsu tech said it should be [redacted] also tightened the service valve cap, line set connections at outside unit, & the inside line set The unit was performing to specs before he left After about 30mins of running & heating the cottage, [redacted] requested the home owners to join him in the cottage to show the unit was functioning properly He showed the temperature coming out of the unit and, at their request, adjusted the angle of airflow [redacted] explained to them the need to do a leak test if the system had continued problems As far as we knew all was well as we did not hear back from themuntil 12/26.Since weeks had passed since [redacted] last visit, he then decided to perform a leak test [redacted] leak tested the inside connectors, the outside unit connections, the service valve and the condenser coils He found the leak in between the condenser coils After this discovery, Suanne, in the office, and [redacted] both spoke with the local Fujitsu dealer about getting the part covered under warranty as it is very apparent this is due to a manufacture's design flaw The replacement unit would have to be ordered and would take about weeks to come in The part was covered under warranty not the labor We offered a replacement labor charge of $550.labor charge for any warranty coil or condenser is $- $minus 1/the amount charged when the system was originally pumped up & tested Our labor charge for her warranty unit is $We were deducting the full $leaving a remaining balance of $550.00While is sympathize with the many issues going on with this particular unit and the amount of money she has already invested in it, Mrs [redacted] does not have to continue using our services, however, none of the $will be refunded to due the extensive time, work, research & refrigerant that has been put into trying to get this unit up and running correctly We stand behind the work that has been performed thus far
Nothing stated in the previous response was a lie, nothing was exaggerated, nothing was left out We have invoices from each visit that were completely detailed and signed by either Mrsor Mr***.I will gladly provide the Revdex.com with copies upon request
Complaint: [redacted]
I am rejecting this response because:
I would spend the time to show all the instances they are not telling the truth but I'm tired of wasting time with them. I'll just make sure to let everybody I come in contact with know what my opinion is of the service I received from this company. I trusted them. They abused that trust. They lied multiple times. They are lying in their little story about the chain of events. I learned a good lesson. Hopefully I can keep other people from learning the same lesson about this company.
Regards,
[redacted]
On 11/14/14 our technician, [redacted], went to [redacted] to diagnose an issue with his Fujitsu Mini-split a/c system. These are the notes [redacted] wrote on the invoice: MINI SPLIT NOT WORKINGFUJITSU M/S MOD: ASU15RLS2 SER: JBA000546CHECKED OUT MINI SPLIT. OPERATION...
INDICATOR LIGHT RAPID FLASHING, ECONOMY & DICATOR FLASHES (NOT AS FAST) & OCCASIONALLY TIMER INDICATOR LAMP FLASHES. NO MAJOR POWER SURGES RECENTLY.MORE RESEARCH IS NEEDED CALL TO ADVICE RETURN DATE & LATER TIME[redacted] spoke with Mrs. [redacted] regarding the system, the error codes and the definitions of those codes. The owner's manual does not clearly define the meaning of the error codes. Due to this, [redacted] had to contact Fujitsu directly (we have worked on this brand and many other brands of mini-split systems, however it is not possible for one person or one company to know what every error code on every system means).[redacted] explained to Mrs. [redacted] the need to get the correct definitions from the manufacture and that he would get started on that immediately. He spent some time over the weekend doing online research trying to contact tech support. He also sent Fujitsu an email on Sunday 11/16. After a few days of not hearing back from the manufacture, [redacted] asked Suanne in the office to do a little more research (since she sits in front of a computer day in & out and he spends his days at customers' houses). About a day later Suanne was able to locate a phone number for Fujitsu. This number led [redacted] to customer service who in turn was able to get him in touch with tech support.[redacted] was able to discuss his findings with tech support. They explained to him that the codes are reflecting a loss of refrigerant. They did also explain to him that the system would perform corrrectly in the cooling cycle with a low refergerant pressure level however it would not function properly once switched over to the heating cycle. Fujitsu tech support also stated that because it was functioning properly up to this point, it was very possible the unit was just not charged correctly at the time of manufacture. This would explain why it seemed to work one week but not the next. Tech support also requested [redacted] to call back while he was at the unit. When [redacted] returned to the house on 12/3 (about 2 weeks later as this is how long it took to get someone from Fujitsu to help us), he called tech support again, as requested. The tech, [redacted], that helped him at the time stated the pressure readings should be 240 - 420psi. [redacted] was coming up with a pressure reading of about 170psi. [redacted] cleaned the condenser coil & added the neccessary refrigerant to increase the pressure to the point that Fujitsu said it should be. [redacted] charged $324 to fully charge the system to the required level. This would now put the total amount Mrs. [redacted] paid at $379. This amount falls within our normal range for charging a system - $289 - $479. This amount would cover a leak test if needed within the following 30days.Now here is when things got a bit tricky: Once [redacted] pumped up the system as instructed by Fujitsu, the system started giving a completely new error code. This happened after their tech support had already closed for the evening. A return visit was scheduled for Friday 12/5. By the time [redacted] called Mr. [redacted] Friday evening, he and his mother were on their way to dinner and asked [redacted] to reschedule. [redacted] offered to come out the weekend, on his time, if he was out & about. [redacted] ended up getting sick that weekend and was unable to go back to the house. He did, however, return on Monday 12/8. This time Mr. [redacted] was there for [redacted] to meet with & discuss the problems. This time when he reached tech support for Fujitsu, he spoke with Ray. Ray at Fujitsu stated the refrigerant pressure readings should actually be 400 - 500psi. At that point [redacted] requested a case number to be issued due to the continued problems and the inconsistancies with the information the Fujitsu techs were relaying. [redacted] wrote the case number on the top of Mrs. [redacted]'s owner's manual.On 12/8, [redacted] was able to get the pressures to the point at which the 2nd Fujitsu tech said it should be. [redacted] also tightened the service valve cap, line set connections at outside unit, & the inside line set. The unit was performing to specs before he left. After about 30mins of running & heating the cottage, [redacted] requested the home owners to join him in the cottage to show the unit was functioning properly. He showed the temperature coming out of the unit and, at their request, adjusted the angle of airflow. [redacted] explained to them the need to do a leak test if the system had continued problems. As far as we knew all was well as we did not hear back from them.... until 12/26.Since 3 weeks had passed since [redacted] last visit, he then decided to perform a leak test. [redacted] leak tested the inside connectors, the outside unit connections, the service valve and the condenser coils. He found the leak in between the 2 condenser coils. After this discovery, Suanne, in the office, and [redacted] both spoke with the local Fujitsu dealer about getting the part covered under warranty as it is very apparent this is due to a manufacture's design flaw. The replacement unit would have to be ordered and would take about 2 weeks to come in. The part was covered under warranty not the labor. We offered a replacement labor charge of $550.Normal labor charge for any warranty coil or condenser is $850 - $1000 minus 1/2 the amount charged when the system was originally pumped up & tested. Our labor charge for her warranty unit is $979. We were deducting the full $379 leaving a remaining balance of $550.00While is sympathize with the many issues going on with this particular unit and the amount of money she has already invested in it, Mrs. [redacted] does not have to continue using our services, however, none of the $379 will be refunded to due the extensive time, work, research & refrigerant that has been put into trying to get this unit up and running correctly. We stand behind the work that has been performed thus far.
On 11/14/our technician, [redacted] , went to [redacted] to diagnose an issue with his Fujitsu Mini-split a/c system These are the notes [redacted] wrote on the invoice: MINI SPLIT NOT WORKINGFUJITSU M/S MOD: ASU15RLSSER: JBA000546CHECKED OUT MINI SPLITOPERATION INDICATOR LIGHT RAPID FLASHING, ECONOMY & DICATOR FLASHES (NOT AS FAST) & OCCASIONALLY TIMER INDICATOR LAMP FLASHESNO MAJOR POWER SURGES RECENTLY.MORE RESEARCH IS NEEDED CALL TO ADVICE RETURN DATE & LATER TIME [redacted] spoke with Mrs [redacted] regarding the system, the error codes and the definitions of those codesThe owner's manual does not clearly define the meaning of the error codes Due to this, [redacted] had to contact Fujitsu directly (we have worked on this brand and many other brands of mini-split systems, however it is not possible for one person or one company to know what every error code on every system means)[redacted] explained to Mrs [redacted] the need to get the correct definitions from the manufacture and that he would get started on that immediately He spent some time over the weekend doing online research trying to contact tech support He also sent Fujitsu an email on Sunday 11/ After a few days of not hearing back from the manufacture, [redacted] asked Suanne in the office to do a little more research (since she sits in front of a computer day in & out and he spends his days at customers' houses) About a day later Suanne was able to locate a phone number for Fujitsu This number led [redacted] to customer service who in turn was able to get him in touch with tech support[redacted] was able to discuss his findings with tech support They explained to him that the codes are reflecting a loss of refrigerant They did also explain to him that the system would perform corrrectly in the cooling cycle with a low refergerant pressure level however it would not function properly once switched over to the heating cycleFujitsu tech support also stated that because it was functioning properly up to this point, it was very possible the unit was just not charged correctly at the time of manufactureThis would explain why it seemed to work one week but not the next Tech support also requested [redacted] to call back while he was at the unit When [redacted] returned to the house on 12/(about weeks later as this is how long it took to get someone from Fujitsu to help us), he called tech support again, as requested The tech, [redacted] , that helped him at the time stated the pressure readings should be - 420psi [redacted] was coming up with a pressure reading of about 170psi [redacted] cleaned the condenser coil & added the neccessary refrigerant to increase the pressure to the point that Fujitsu said it should be [redacted] charged $to fully charge the system to the required level This would now put the total amount Mrs [redacted] paid at $ This amount falls within our range for charging a system - $- $ This amount would cover a leak test if needed within the following 30days.Now here is when things got a bit tricky: Once [redacted] pumped up the system as instructed by Fujitsu, the system started giving a completely new error code This happened after their tech support had already closed for the evening A return visit was scheduled for Friday 12/ By the time [redacted] called Mr [redacted] Friday evening, he and his mother were on their way to dinner and asked [redacted] to reschedule [redacted] offered to come out the weekend, on his time, if he was out & about [redacted] ended up getting sick that weekend and was unable to go back to the house He did, however, return on Monday 12/ This time Mr [redacted] was there for [redacted] to meet with & discuss the problems This time when he reached tech support for Fujitsu, he spoke with Ray Ray at Fujitsu stated the refrigerant pressure readings should actually be - 500psi At that point [redacted] requested a case number to be issued due to the continued problems and the inconsistancies with the information the Fujitsu techs were relaying [redacted] wrote the case number on the top of Mrs [redacted] 's owner's manual.On 12/8, [redacted] was able to get the pressures to the point at which the 2nd Fujitsu tech said it should be [redacted] also tightened the service valve cap, line set connections at outside unit, & the inside line set The unit was performing to specs before he left After about 30mins of running & heating the cottage, [redacted] requested the home owners to join him in the cottage to show the unit was functioning properly He showed the temperature coming out of the unit and, at their request, adjusted the angle of airflow [redacted] explained to them the need to do a leak test if the system had continued problems As far as we knew all was well as we did not hear back from themuntil 12/26.Since weeks had passed since [redacted] last visit, he then decided to perform a leak test [redacted] leak tested the inside connectors, the outside unit connections, the service valve and the condenser coils He found the leak in between the condenser coils After this discovery, Suanne, in the office, and [redacted] both spoke with the local Fujitsu dealer about getting the part covered under warranty as it is very apparent this is due to a manufacture's design flaw The replacement unit would have to be ordered and would take about weeks to come in The part was covered under warranty not the labor We offered a replacement labor charge of $550.labor charge for any warranty coil or condenser is $- $minus 1/the amount charged when the system was originally pumped up & tested Our labor charge for her warranty unit is $We were deducting the full $leaving a remaining balance of $550.00While is sympathize with the many issues going on with this particular unit and the amount of money she has already invested in it, Mrs [redacted] does not have to continue using our services, however, none of the $will be refunded to due the extensive time, work, research & refrigerant that has been put into trying to get this unit up and running correctly We stand behind the work that has been performed thus far
Nothing stated in the previous response was a lie, nothing was exaggerated, nothing was left out We have invoices from each visit that were completely detailed and signed by either Mrsor Mr***.I will gladly provide the Revdex.com with copies upon request
Complaint: [redacted]
I am rejecting this response because:
I would spend the time to show all the instances they are not telling the truth but I'm tired of wasting time with them. I'll just make sure to let everybody I come in contact with know what my opinion is of the service I received from this company. I trusted them. They abused that trust. They lied multiple times. They are lying in their little story about the chain of events. I learned a good lesson. Hopefully I can keep other people from learning the same lesson about this company.
Regards,
[redacted]
On 11/14/14 our technician, [redacted], went to [redacted] to diagnose an issue with his Fujitsu Mini-split a/c system. These are the notes [redacted] wrote on the invoice: MINI SPLIT NOT WORKINGFUJITSU M/S MOD: ASU15RLS2 SER: JBA000546CHECKED OUT MINI SPLIT. OPERATION...
INDICATOR LIGHT RAPID FLASHING, ECONOMY & DICATOR FLASHES (NOT AS FAST) & OCCASIONALLY TIMER INDICATOR LAMP FLASHES. NO MAJOR POWER SURGES RECENTLY.MORE RESEARCH IS NEEDED CALL TO ADVICE RETURN DATE & LATER TIME[redacted] spoke with Mrs. [redacted] regarding the system, the error codes and the definitions of those codes. The owner's manual does not clearly define the meaning of the error codes. Due to this, [redacted] had to contact Fujitsu directly (we have worked on this brand and many other brands of mini-split systems, however it is not possible for one person or one company to know what every error code on every system means).[redacted] explained to Mrs. [redacted] the need to get the correct definitions from the manufacture and that he would get started on that immediately. He spent some time over the weekend doing online research trying to contact tech support. He also sent Fujitsu an email on Sunday 11/16. After a few days of not hearing back from the manufacture, [redacted] asked Suanne in the office to do a little more research (since she sits in front of a computer day in & out and he spends his days at customers' houses). About a day later Suanne was able to locate a phone number for Fujitsu. This number led [redacted] to customer service who in turn was able to get him in touch with tech support.[redacted] was able to discuss his findings with tech support. They explained to him that the codes are reflecting a loss of refrigerant. They did also explain to him that the system would perform corrrectly in the cooling cycle with a low refergerant pressure level however it would not function properly once switched over to the heating cycle. Fujitsu tech support also stated that because it was functioning properly up to this point, it was very possible the unit was just not charged correctly at the time of manufacture. This would explain why it seemed to work one week but not the next. Tech support also requested [redacted] to call back while he was at the unit. When [redacted] returned to the house on 12/3 (about 2 weeks later as this is how long it took to get someone from Fujitsu to help us), he called tech support again, as requested. The tech, [redacted], that helped him at the time stated the pressure readings should be 240 - 420psi. [redacted] was coming up with a pressure reading of about 170psi. [redacted] cleaned the condenser coil & added the neccessary refrigerant to increase the pressure to the point that Fujitsu said it should be. [redacted] charged $324 to fully charge the system to the required level. This would now put the total amount Mrs. [redacted] paid at $379. This amount falls within our normal range for charging a system - $289 - $479. This amount would cover a leak test if needed within the following 30days.Now here is when things got a bit tricky: Once [redacted] pumped up the system as instructed by Fujitsu, the system started giving a completely new error code. This happened after their tech support had already closed for the evening. A return visit was scheduled for Friday 12/5. By the time [redacted] called Mr. [redacted] Friday evening, he and his mother were on their way to dinner and asked [redacted] to reschedule. [redacted] offered to come out the weekend, on his time, if he was out & about. [redacted] ended up getting sick that weekend and was unable to go back to the house. He did, however, return on Monday 12/8. This time Mr. [redacted] was there for [redacted] to meet with & discuss the problems. This time when he reached tech support for Fujitsu, he spoke with Ray. Ray at Fujitsu stated the refrigerant pressure readings should actually be 400 - 500psi. At that point [redacted] requested a case number to be issued due to the continued problems and the inconsistancies with the information the Fujitsu techs were relaying. [redacted] wrote the case number on the top of Mrs. [redacted]'s owner's manual.On 12/8, [redacted] was able to get the pressures to the point at which the 2nd Fujitsu tech said it should be. [redacted] also tightened the service valve cap, line set connections at outside unit, & the inside line set. The unit was performing to specs before he left. After about 30mins of running & heating the cottage, [redacted] requested the home owners to join him in the cottage to show the unit was functioning properly. He showed the temperature coming out of the unit and, at their request, adjusted the angle of airflow. [redacted] explained to them the need to do a leak test if the system had continued problems. As far as we knew all was well as we did not hear back from them.... until 12/26.Since 3 weeks had passed since [redacted] last visit, he then decided to perform a leak test. [redacted] leak tested the inside connectors, the outside unit connections, the service valve and the condenser coils. He found the leak in between the 2 condenser coils. After this discovery, Suanne, in the office, and [redacted] both spoke with the local Fujitsu dealer about getting the part covered under warranty as it is very apparent this is due to a manufacture's design flaw. The replacement unit would have to be ordered and would take about 2 weeks to come in. The part was covered under warranty not the labor. We offered a replacement labor charge of $550.Normal labor charge for any warranty coil or condenser is $850 - $1000 minus 1/2 the amount charged when the system was originally pumped up & tested. Our labor charge for her warranty unit is $979. We were deducting the full $379 leaving a remaining balance of $550.00While is sympathize with the many issues going on with this particular unit and the amount of money she has already invested in it, Mrs. [redacted] does not have to continue using our services, however, none of the $379 will be refunded to due the extensive time, work, research & refrigerant that has been put into trying to get this unit up and running correctly. We stand behind the work that has been performed thus far.